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first you need to know that he said this because he faced alot of probelms with the company and he didn't say for you personally so you need to let him culm down and try to do what ever he need just to let him fell that you are differant and then he will stop gradually to do it then you can deal with him because you will get his trust .
Customer can say bad words in two reasons-
First, She/he is unsatisfied by your product or service which hasn't solve in the correct way yet.
Second, by nature he/she is through bad words without any reason.
In both of the case, identifying the problem is the first thing you must do.
For unsatisfied customer its your duty to keep your customer ,so make him/her satisfied with a proper solution of his/her problem. However you can also send him/her gifts for his/her hassle that taken for your bad service or product.
If the customer do say bad words for no good reason better to just ignore that customer along with a blacklist. bt before that give him/her proper explanation.
A person swearing on the phone can be your customer or a company customer and may be has had a bad day which has made him angry with everyone and hence the bad words. In this case, I will respect him or her and listen for a a minute or less than a minute, Then according to company conduct I will advice him or her to state his or her purpose of his call and the reason for his tone and language. I will ask him or her to call later when he is calmer so that he can benefit from his time and call. Again if the company has some problem with the product he has purchased and he is not happy then I will ask him to email the company and it will be dealt with in the right way but bad language does not bring a solution to the person on the call. Respect him or her and treat him as a customer listening to his problem and solve the issue if there is any. Otherwise do not tolerate such wild behaviour on the phone,
I remind him of the place he called and told me of his need, if he continued, tell him to end the call, and to call when he needs it
We have noticed that there is an interest in how to deal with an angry and picky customer compared to other topics. Perhaps the reason is that you are often encountering these types of customers and want to learn how to deal with them. Or maybe because you feel there is someone who understands you because he has tried what you are trying. Or it may be your purpose to enjoy reading and reading about those disgruntled customers who sometimes turn your work into a nightmare.Whatever your reason, it is important to learn how to deal better with the difficult customer service situations caused by angry customers. In this article we will review some tips on this, but let me first let you know that it will require some work and improvement on yourself and your style.1. Listen carefullyWhen I worked in customer service, I ran into a problem with using it several times. She was annoyed and angry whenever she had a problem with the product, with the payment, or with us, so that sometimes she became repugnant.On one occasion, I decided to ask her why she was so angry and angry, and why it was always difficult to reach agreement with her. The woman began to explain her behavior and told me she had some problems, so she tried to get help but nothing worked with her. As she spoke, I felt sorry for her. She surprised me very much with her frankness, which made me wonder about what I would say to her. When she finished her conversation, I asked her about the thing she had just told me: "Did you try to get help?" I looked like I did not hear what she was saying at all.I was embarrassed and could not believe that I was one of those bad listeners. I always figured I was a good listener. It turns out that I am already (meaning a good listener) but only in normal circumstances. When I feel tense, I can not always listen carefully.The same happens when you feel nervous and enter into a dispute with a customer. You will probably feel a bit of pressure not to respond to the other party in a bad way and this may lead to a lack of controversy because you could not focus and listen very carefully to the problemHow do you handle it?My advice is to stop focusing on what you will say, not paying attention to how it will make you look from the perspective of the future, and how it will make people look at you. Try to dig deeper into the client's problem. I suspect you can start practicing in a neutral environment like talking to colleagues at work or with your friend. Try to sense the problem and bring some sympathy. How would you feel in this situation?If you notice that you have some symptoms of anger and tension, the most important thing is to calm yourself before you say or do anything. Learn this and you will be able to listen to customers and help them much faster.
keep them listening all words speak it up to you.fucos your on word wanted to deliver to them.the bad side is up to them but as being person ourselves should put up on a higher integrety than bad words because is just a word,the most important is we know our self system how to handle,because in our new generation now its very impulsive by the nature grows.aside from that we all know that some times we end up losing control our selves if we incounter a bad day.but its not meant it that way all the time.the best medicine for situation like that is to laugh at them.imagine there appearance how they looks like.ha..ha...ha....
Listen to the customer carefully. There will be a point where the customer stop complaning. Let him/her calm down for a moment. Then very decently ask and get clarified what made him/her mad about your service/ product. Take notes.
Then apologize to the customer and tell him/her that you will find about it and make it correct. Ask for some time to fix the problem. Make sure the customer is satified with your temporary solution and let him/her know that you will come up with the best solotion within a given time.
i have to absorbe his anger and make him feel that his prroblem on the way to solve as soon as possible and give him an alterante solution to satisfy him
first of all i will let him/her finish what he will say even if it was with a bad words and consider that he/she already faced a problem and he need it to be solved,
and then i will apologize to him/her that we deliver him this bad experience and start to take the required action to solve his/her problem.
finally repeat the apology and give him/her my full name incase of facing any problem to refer back to me.
